Voxpro is Ireland’s largest international provider of customer experience, technical support and sales operations solutions. Voxpro partners with some of the world’s most exciting and disruptive tech organisations to support their customers by delivering world’s best customer experiences. The company designs and delivers a range of business services for and on behalf of its partners, such as multilingual customer experience and technical support, trust and safety, risk and fraud activity, social media management, sales, analytics and harnessing product insights.

Established by co-founders, Dan and Linda Kiely, Voxpro currently operates centers of excellence in Cork and Dublin, Ireland; Athens, Georgia, Folsom, California, US., Bucharest, Romania and Manila, The Philippines . The company delivers a premium customer support experience to customers in over 32 countries internationally. Voxpro works with partners who evolve from disruptive tech start-ups to global giants, helping them to scale internationally and to deliver a beautiful customer experience to their customers with every interaction. Voxpro’s partners include Google, Airbnb and Nest.

The team

This is a new team that will support our client’s WFM network , part of Voxpro’s enhanced offering of higher value services to our clients.

The role

You will be part of a Command centre with Forecasters, capacity planners and NOC analysts, controlling and guiding the flow of information around the client’s service network.

Responsibilities

Work closely with customer operations, marketing, product development, client data and BI teams to understand the impact business drivers have on customer contact demand levels. This include but not limited to launching new products or services, opening and or changing new or existing service channels and introducing and or closing new or existing service centres across a global customer service network.

Design, build and run forecasting processes to forecast customer contact demand across multiple contact channels so resourcing plans can be produced for consumption by the outsourced service partner network.

Collaborate with the customer service networks to ensure network specific resourcing considerations are incorporated into demand planning processes and models